Manager, Customer Experience

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Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismic’s platform provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. Nearly 2,000 organizations including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, Australia and China.

Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here.

Seismic is looking for a Customer Experience Manager who will be a high-energy and a coaching-focused leader responsible for the growth and development of their team. The manager will create, develop, and support a collaborative and results-driven culture as well as an environment that allows individuals to thrive. They will also build strong cross- functional relationships within the Customer Support organization and the broader Seismic organization-interfacing regularly with sales, engineering and product.

Qualified candidates are experts in customer support with a demonstrated knack for building rapport with customers from diverse backgrounds and in a variety of situations. You develop and maintain leading product expertise, move fluidly between various tools and channels, and find the best solutions possible for our customers. You enjoy speaking with customers, and take pride in customer-facing work. You’ll be a great candidate if you are able to quickly identify and solve problems for customers, have great communication skills, and a desire to work in a collaborative environment.

What you’ll be doing:

• Lead a team of 3-7 Customer Support Champions who correspond with our clients via email, live chat and phone.
• Consistently coach and provide actionable feedback to promote career development while maintaining support standards.
• Ensure individual and team goals are met, including inbound support metrics and CSAT
• Assist with navigating resolutions to challenging incidents and customer escalations.
• Participate in the hiring and onboarding process to continue growing our support team.
• Serve as a thought leader, customer advocate and partner to your team and customers.
• Cultivate a culture of engagement, ongoing learning, and high performance.
• Collaborate with the Support Operations Team to optimize systems, processes, saved responses, and information dissemination to better support the platform.

What you bring:

• 2+ years experience leading customer support teams in SaaS.
• 5+ years of customer support or account management.
• Experience hiring and training new employees.
• Successful track record hitting and maintaining ambitious KPIs.

Our values:

Here at Seismic, we ignite growth for our company, industry, and people. We are enablement innovators seeking the best, brightest teammates who are mission-driven and empowered by our values.

• We are inclusive.
• We are vulnerable.
• We seek to understand.
• We strive for excellence.
• We champion the customer.
• We celebrate success.

What we have for you:

• Take time to rest and recharge w/ paid time off, paid company holidays, and end of year company shutdown
• Medical, dental, vision and 2x life insurance
• Health Savings Accounts with $1,000 Single/$2,000 Family employer contribution and employer-paid disability plans
• Fertility & family planning benefits
• Paid parental leave and family caregiver leaves
• Annual professional development reimbursement
• Mental health support + Employee Assistance programs w/ free counseling sessions
• 401k w/ employer match
• Equity program and performance-based bonuses
• Bring Your Own Device technology stipend
• Seismic Cares Program w/ charitable donation matching
• Nine Communities of Belonging (employee resource/affinity groups)
• Access to free paid telemedicine
• Pre-tax commuter benefits

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at [email protected].

Headquartered in San Diego and with employees across the globe, Seismic is the global leader in sales enablement, backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also recently expanded its team and product portfolio with the acquisition of Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft.

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.